AIBU to refuse extra shipping costs after paying online?

[toiletterror]

Hi, I ordered online from a small independent shop, and free shipping was calculated. Owner of the shop then emails and asks for almost £100 extra in shipping to receive the item. This is obviously illegal as I've already paid for the item!

Anyone else been through this? I messaged back saying I would not provide further payment so either I would request a chargeback or receive the item at the agreed upon price. They didn't reply...

Is it getting delivered by Private jet?

They didn't specify...

Huh ?! That’s mad. Is it coming from a different country and they are wanting the fedex fees?

No, UK-based company. Shipping was calculated free at checkout

All depends on the small print. If they say that standard delivery to ground floor is included as long as it can be reached by standard shipping vehicle but access to your property requires a smaller vehicle, navigating more than 2 steps, or is anon standard postcode (usually listed on websites eg highlands and isles)then it turns out it’s non standard then they will impose extra charges

I typed in my shipping address at checkout and it was calculated as free, so if there was any criteria like that it should have been listed upfront

What did you buy

Bulky, or fragile ?

Bulky - it was furniture.

Yeah that’s quite normal then. You’re a bit silly to think furniture would be delivered for free

Yes, very normal.

Have you bought furniture recently? It's quite normal to receive free shipping esp on a high-priced item.

Regardless, consumer protection laws state that costs need to be declared up-front, not after payment.

A bit silly ;)

Name and shame so we can all avoid!

I mean obviously yanbu to make the choice not to pay more but they’ll just cancel the item so most people would make the decision based on how much they wanted it

it's calculated at the payment stage, not added by email later! You pay if you are happy with the total, this is just a con.

Unless RyanAir has started delivering furniture?

since when is it "normal" to receive emails after payment adding some extra costs?

In which country are you?

Can be a Normal delivery charge. I’ve paid £100 for sofas to be delivered before
but I agree it should have been made clear on their website

Was that after you’d already made payment and completed the transaction?

Some of the massive retailers might do free shipping, but a small independent can’t do this. The online shipping calculators can be a bit tricky sometimes. The supplier will just cancel your order and take a hit on the credit card fees.

If they’ve accepted your money, then isn’t the contract complete?

But what do the T&C actually say about shipping costs?

It is normal if you use independent retailers, rather than big national chains. The goods are not delivered by the retailer itself, but by a third party delivery company who need paying independently of the retailer.

Of course YANBU. It is totally irrelevant what market practice is or what the business's costs are. If they wanted you to pay £100 for delivery that should have been clear and included in the total price at the time you placed your order. They shouldn't instead have marked the delivery as "free". Basic consumer protection (and contract) law. Just ask them to refund, give them a reasonable deadline to do so, and chargeback if they don't refund within that deadline.

when I use independent retailer, I get the price at check-out, not random extra after payment.

It's up to the retailer to set up the delivery with whatever delivery company they want.

I would cancel the order, if the retailer is already not taking any responsibility now, it's obvious that if anything happens during transport or delivery, they will reject all responsibility and you will be out of pocket.

YANBU. I would tell them you want a refund.

Sometimes it is usual to pay delivery on big items and sometimes its built into the price. Either way this should be made very clear before you pay.

Did they apologise for the error ? Explain how it had happened? Give you the option to cancel the order?